Technical Helpdesk Analyst L2

Panasonic Canada over 100 years, Panasonic has been committed to enhancing the well-being of people, communities, and society. Our technologies and solutions have been developed with one aim in mind : to enrich our lives and make life better – simpler, healthier, safer, more enjoyable, and more sustainable. Panasonic Canada Inc. (PCI) is a leading technology provider to businesses, government agencies and consumers across the region. The company leverages its strengths in Living Spaces, Immersive Entertainment, Sustainable Energy, Automated Supply Chains and Connected Solutions to provide lifestyle solutions to consumers as well as secure and resilient integrated solutions for B2B and B2G customers. We are proud to be recognized as one of Greater Toronto’s Top Employers for 2020, 2021 and 2022. Come join our journey. What Panasonic Canada Inc. Offers

• Comprehensive Medical and Dental Coverage with a Health Spending Account
• Deferred Profit-Sharing Plan (DPS)
• Group Retirement Savings Plan (RSP)
• Education Assistance Program / Tuition Reimbursement
• Employee Purchase Program
• Employee & Family Assistance Program (EFAP)
• Competitive Rates on Home and Auto Insurance
• Employee Volunteer Program – Paid Time Off for Volunteer Days

Panasonic Canada Inc. Hybrid Work Model Panasonic Canada Inc. supports a hybrid work model. We understand that flexibility is essential for employees to do their best work while also balancing personal and life needs. Employees can expect to be in the office for a variable number of days per week based on the needs of the business unit, while having the ability to also work remote. Panasonic Canada Inc. offers a Flexible Work Options policy which includes the ability to work remote, mobile, and create a compressed work schedule. Technical Helpdesk Analyst-Level 2 : Supervises the day-to-day operations of junior team members through wallboard monitoring to ensure SL is met. Ensures agents are productively taking live calls or priority-based callback's when required. Reply and resolve emails from vendor management and agent support. Attend daily / weekly helpdesk team meetings. Act as a senior consultant by providing additional steps to junior agents to help resolve calls or request an escalation. Act as a liaison between junior agents and advanced product support on escalation, supervises agent / salesforce questions, reply to any priority one vendor manager emails, and takes front line calls should low service level dictate. Performs other duties as assigned. Please note this is a full-time opportunity. Please note, office-based work for this position will be based out of Panasonic’s Niagara-on-the-Lake office. Training will be held at Niagara-on-the-Lake office for the first 6-months. The successful candidate will be required to go in office 100% during the training period. Responsibilities

The Successful Candidate Will Have :